Title: Measuring quality service: the use of fuzzy Kano model as an input for TOPSIS

Authors: Fagner José Coutinho de Melo; André Philippi Gonzaga de Albuquerque; Larissa de Arruda Xavier; Denise Dumke de Medeiros

Addresses: Departamento de Administração, Universidade de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil

Abstract: The objective of this research is to propose an approach to assess the quality perceived by patients in a hospital. The approach deals with an integration of the Kano Model, the theory of fuzzy systems and TOPSIS technique to compare the distance from the service provided to the ideal service. The results show that the attributes closest to the ideal service are: cordiality and goodwill in attendance, attendance (information), modern equipment and commitment of the medical team. Those who have the greatest distance with the ideal solution are physical location, clean and pleasant facilities, employee appearance and clothing and efficient medical explanation. From the study of the ordering of the categories, it was possible to observe that the laboratory exams category was the service closest to the ideal service and the infrastructure category was the one that obtained the greatest distance from the ideal service.

Keywords: Kano model; fuzzy systems theory; TOPSIS technique; service industries; healthcare.

DOI: 10.1504/IJBIR.2025.143942

International Journal of Business Innovation and Research, 2025 Vol.36 No.1, pp.58 - 74

Received: 08 Jul 2021
Accepted: 18 Dec 2021
Published online: 15 Jan 2025 *

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